Configure and manage knowledge categories and articles

Create a new knowledge category

  1. On the Interaction Centric Dashboard, go to Settings > Service Management.
  2. In the Knowledge Base Management section, select Categories.
  3. Select New.
  4. Enter a Name and Description for your category.
  5. Choose a Parent Category. If you want this to be a top-level category, leave this field blank.

Associate knowledge articles with a category

  1. Open the Summary tab when viewing a knowledge article record.
  2. In the Related Information section, select +.
  3. Select the category you want to associate to the article, and then select Associate.

Remove a category from an article

  1. Choose the category you want to remove from the Category subgrid on the knowledge article record, and then select Delete.
  2. In the confirmation message that appears, select Delete.

Delete a knowledge category

  1. Go to Settings > Service Management > Categories.
  2. Choose the category from the list view, and then select Delete.


Knowledge articles associated with the category will be disassociated after the category is deleted.

See also

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